Returns & Refunds
Find clear information about returns, refunds, special offer items, and delivery-related issues. We aim to keep the process simple, discreet, and customer-friendly.
Returns Policy
Returns are sent through ReBOUND. You have 30 days from the date of purchase to return items to us.
Products must be unopened, unused or unworn and have packaging or tags intact. Please note that we cannot offer exchanges.
All purchases are covered by our 1-year product guarantee. If anything goes wrong with your product, we'll replace it for up to a year after purchase.
If your item has been opened, please submit a return request through our enquiry form and let us know the details.
100 Day Pleasure Guarantee
If you're not completely happy with a toy you have bought from Lustery, let us know why within 100 days of receiving it and we'll give you a gift voucher.
To make a claim under the 100 Day Pleasure Guarantee, click here and use our automated service.
You may only return one item per order under the 100 Day Pleasure Guarantee and please note that items from certain categories are not covered. Read the full terms and conditions for more information.
Returning Special Offer items?
If you have a faulty product that you bought on special offer, please return it to us and we will be happy to send a replacement.
If you wish to have a refund, you will need to return all your Special Offer items or pay for the outstanding item. If you wish to keep an item that was received free, we can deduct the cost of it from your refund.
Lost items
Parcel forwarding services
If you report missing or damaged items, and we reasonably believe the order to have been delivered to a parcel forwarding company, we will not offer a replacement or a refund. Lustery is not liable for any damage, defect, or loss that occurs to orders delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk.
Wrong delivery address
Please make sure your delivery address is up to date in your Lustery Account! We are not responsible for failed deliveries caused by customer errors.
For example, if you accidentally give us the wrong delivery address, contact number, or recipient name, we will be unable to refund your order. If you realise you've made a mistake before the order has been processed, please contact us straight away.
If your order has a problem or you need help starting a return, use your support form or customer service contact page for the fastest help.
For hygiene and safety reasons, opened or used intimate products may not qualify for standard returns unless they are faulty.
